Elements and Performance Criteria
- Monitor behaviour.
- Use formal and informal methods to observe, monitor and gather information about individual and group behaviour.
- Assess behaviour for potential conflict and use a range of preventative and defusing strategies.
- Investigate offender behaviour and interactions in a fair, objective and consistent manner.
- Check accuracy of information received from others that might indicate conflict and determine the response that is consistent with the issues and their seriousness.
- Make decisions on action consistent with available evidence and organisation's practice and procedures.
- Seek specialist advice and make referrals where required.
- Use communication strategies to prevent and manage conflict.
- Conduct interactions with offenders in a fair, just, humane and positive manner.
- Use communication strategies with individuals to promote effective interaction and problem solving.
- Consider cultural sensitivities in communication techniques and adapt style and language to accommodate different cultural values and practices.
- Identify potential causes of conflict and use a range of appropriate and effective defusing responses.
- Use negotiation techniques to divert and minimise aggressive behaviour.
- Use negotiation to examine cause and effect and encourage appropriate responsibility and accountability for behaviour and its outcomes.
- Respond to unacceptable behaviour.
- Challenge unacceptable behaviour and outline options and opportunities to change, clearly and with positive encouragement.
- Confirm the implications of continuing unacceptable behaviour clearly, calmly and objectively.
- Use restraining techniques according to organisation's procedures and discontinue as soon as procedures specify.
- Provide reports of incidents arising from aggressive and unacceptable behaviour that are accurate, clear and comply with procedures.
- Report on the appropriateness and effectiveness of the use of restraining techniques clearly and accurately in review and debriefing.
- Select strategies and responses for their potential to provide role models and examples of confident, assertive behaviour.
- Carry out intervention strategies according to an analysis of the situation and organisational policies and procedures.